Shawna Kennedy
Bellevue
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
23
23
years of professional experience
Work History
Customer Service Representative III
Swagelok
03.2022 - Current
- Respond to customer requests for products, services, and company information.
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, and have received positive feedback from clients.
- Collaborate with team members to develop best practices for consistent customer service delivery and to help continue learning.
- Exceeded performance metrics consistently.
- Participated in training programs such as percipo to enhance product knowledge and customer service skills.
- Maintain up-to-date knowledge of product and service changes.
Customer Service Representative Team Lead
Ford Motor Company
04.2018 - 03.2022
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Phone Banker II
Great Western Bank
02.2016 - 02.2018
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
Payroll Clerk
Applied Underwriters
02.2009 - 01.2016
- Maintained payroll information by calculating, collecting, and entering data.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Verified timekeeping records and handled any discrepancies with employees.
- Resolved issues arising from incorrect payments or missing information by collaborating with managers to gather necessary details promptly.
- Maintained compliance with federal, state, and local tax laws by staying updated on regulations and submitting timely reports.
Physician Executive Interviewer
Professional Research Consultants Inc Prc
03.2002 - 10.2009
- Explained survey objectives and procedures to interviewees.
- Adjusted scripts to better target needs and interests of specific individuals.
- Improved survey response rates by developing rapport with respondents and utilizing effective communication skills.
- Convinced unwilling individuals by using logical, persuasive rebuttals.
- Utilized time management skills effectively to conduct multiple interviews daily while maintaining a high level of quality in each interaction.
- Monitored quality control measures throughout the entire interview process.
Education
High School Diploma -
Bellevue East High School
Bellevue Ne05-1995
Skills
- Customer service
- Goal oriented
- Payroll processing
- Active listening
- Team coaching
- Customer-oriented
- Telephone etiquette
- Critical thinking
Timeline
Customer Service Representative III
Swagelok
03.2022 - Current
Customer Service Representative Team Lead
Ford Motor Company
04.2018 - 03.2022
Phone Banker II
Great Western Bank
02.2016 - 02.2018
Payroll Clerk
Applied Underwriters
02.2009 - 01.2016
Physician Executive Interviewer
Professional Research Consultants Inc Prc
03.2002 - 10.2009
High School Diploma -
Bellevue East High School
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